Service Coordinator

Done Right Hood & Fire Safety; New York (NY); Presencial; USD 42.000 - 68.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

Vision and Dental insurance

Sick time in accordance with state law

401K

Commuter plan benefit

Descripción de la vacante

Done Right Hood & Fire Safety is seeking an organized, proactive Service Coordinator to oversee scheduling, customer communication, and daily coordination of our kitchen exhaust and grease trap cleaning services. You will manage a team, confirm access instructions, and ensure every job is properly scheduled and completed.

In this on-site role, you will optimize routes, respond to inquiries, train dispatch staff, and support billing with accurate paperwork.

Formación

• Experience in scheduling, dispatching, or service coordination.
• Excellent phone etiquette and written communication.
• Experience supervising employees and managing priorities.
• Strong attention to detail and problem-solving for scheduling.
• Comfortable with CRM, scheduling systems, email, and spreadsheets; ServiceTrade a plus.

Responsabilidades

• Schedule and coordinate jobs, assign crews by availability, location, and access hours.
• Keep schedules productive by planning efficient routes and reducing travel, overtime, and missed appointments.
• Deliver excellent customer service with prompt responses and updates.
• Manage the scheduling and customer service team, training staff and ensuring timely follow-up.
• Prepare crews for each job with access instructions, scope, contacts, and equipment needs.
• Track jobs through completion with progress updates, reports, and photos.
• Maintain customer records in ServiceTrade and other systems.
• Coordinate follow-up work, document deficiencies, and identify opportunities for additional services.
• Support billing by ensuring job paperwork is ready for invoicing and communicating changes.
• Report to management with updates on upcoming work, overdue services, and team performance.

Conocimientos

Scheduling & dispatch

Customer service

Team supervision

Attention to detail

CRM experience

Multitasking

Herramientas

ServiceTrade

CRM systems

Descripción del empleo

We are seeking an organized, proactive Service Coordinator to oversee scheduling, customer communication, and daily coordination of our kitchen exhaust and grease trap cleaning services. This position requires strong customer service skills, the ability to manage a team, and excellent follow-through to ensure every job is properly scheduled and completed.

Key Responsibilities

• Schedule and coordinate jobs: Manage recurring cleanings, emergency calls, and rescheduled appointments. Assign crews based on availability, job requirements, location, and customer access hours.
• Keep schedules productive: Plan efficient routes, fill scheduling gaps, and reduce unnecessary travel, overtime, and missed appointments.
• Deliver excellent customer service: Respond promptly to calls and emails, confirm appointments, provide updates, and resolve concerns professionally.
• Manage the scheduling and customer service team: Assign daily tasks, monitor performance, train employees, and hold team members accountable for timely follow-up and accurate work.
• Prepare crews for each job: Confirm access instructions, scope of work, site contacts, equipment needs, and any special customer requirements before dispatch.
• Track jobs through completion: Monitor crew progress, address delays, and ensure service reports, photos, and required paperwork are submitted.
• Maintain customer records: Keep service frequencies, contact information, job notes, and scheduling details accurate in ServiceTrade and other company systems.
• Coordinate follow-up work: Communicate deficiencies and repair needs to the appropriate team, track outstanding quotes, and identify opportunities to offer additional services.
• Support billing: Ensure completed jobs and documentation are ready for invoicing and communicate changes or additional work to the accounting team.
• Report to management: Provide regular updates on upcoming work, overdue services, customer complaints, crew capacity, and team performance.

Qualifications

• Experience in scheduling, dispatching, or service coordination; experience with cleaning, plumbing, HVAC, or other field service businesses preferred.
• Excellent phone etiquette, written communication, and customer service skills.
• Experience supervising employees and managing competing priorities.
• Strong attention to detail and ability to solve scheduling problems quickly.
• Comfortable using CRM software, scheduling systems, email, and spreadsheets. ServiceTrade experience is a plus.
• Ability to coordinate evening and overnight service schedules and respond to time-sensitive issues.

What Success Looks Like

• Jobs are scheduled on time with the correct crew and clear instructions.
• Customers receive prompt responses and proactive updates.
• Missed appointments, scheduling errors, and overdue cleanings decrease.
• Team members understand their responsibilities and complete their follow-ups.
• Completed jobs are documented accurately and ready for billing.
• Management receives clear reporting without needing to chase updates.

Benefits

• Health Insurance
• Vision and Dental insurance
• Sick time in accordance with state law
• 401K
• Commuter plan benefit